About Synergy
We're a UK-headquartered MSP with a global client base, specialising in the creative industries -- fine art, design, and professional services. Our clients expect premium, white-glove IT support, and we deliver it. We're a small team with high standards, interesting work and a reputation for exceptional service.
The Role
We're looking for an organised, confident Service Delivery Coordinator to manage the day-to-day flow of our Service Desk and Field Services operation. You'll provide a dedicated front door for incoming calls and service requests, making sure tickets are accurately captured, triaged, prioritised, scheduled and directed to the right technical resource.
By taking ownership of inbound call management, ticket triage, scheduling and routine coordination, you'll help protect our engineers and Technical Account Managers (TAMs) from unnecessary interruption while ensuring clients receive a responsive, organised and premium service experience.
What You'll Do
- Act as the primary inbound call manager for incoming Service Desk telephone calls, providing a professional and helpful first point of contact
- Create, review and triage incoming tickets, ensuring requests contain the information required for efficient technical resolution
- Assess urgency and priority, escalating critical or high-impact issues in line with Synergy processes
- Schedule and dispatch Field Services engineers according to priority, skills, location and availability
- Maintain oversight of Service Desk queues and identify tickets requiring attention, reassignment or follow-up
- Coordinate appointments, onsite visits and client communications relating to scheduled support activity
- Provide routine ticket updates and chase outstanding actions where appropriate
- Work closely with TAMs, Account Managers, Field Services and Projects teams to coordinate resources and resolve scheduling conflicts
- Maintain accurate records, scheduling information and operational documentation
- Help continually improve Synergy's triage, scheduling and service delivery processes
What We're Looking For
- Excellent organisation, prioritisation and attention to detail
- A professional, calm and responsive approach with clients and colleagues
- Strong telephone manner and written communication skills
- Confidence coordinating multiple competing priorities in a fast-moving environment
- Good judgement when prioritising and escalating service issues
- Comfortable working in an MSP or service environment
- UK-based and eligible to work in the UK
What You Get
- 27,000 starting salary with rapid progression based on performance and achievement
- A central operational role supporting Synergy's Service Desk and Field Services teams
- Broad exposure to client service, ticket operations, scheduling, dispatch and cross-team coordination
- The opportunity to build a strong understanding of Synergy's clients, support agreements, priorities and escalation requirements
- A clear progression pathway towards Senior Service Delivery Coordinator / Service Desk Operations responsibilities
- The opportunity to help improve Service Desk workflows, scheduling and ticket management
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Service Delivery Coordinator, Remote (Home Working) UK, £27,000 | Full-Time | Permanent employer: Synergy-Associates
At Synergy, we pride ourselves on being an exceptional employer within the creative industries, offering a dynamic work environment that values high standards and personal connections with our clients. With a focus on employee growth, we provide opportunities for professional development through exposure to cutting-edge technologies and a supportive team culture. Enjoy the flexibility of primarily remote work while still engaging in meaningful projects that make a real impact.
